The Service Desk Manager will manage the activities of the Service Desk Team in their day-to-day activities of customer support.
Key responsibilities
* Team management: Supervise, train, and mentor the service desk team, assign tasks, and manage performance.
* Operational oversight: Ensure efficient handling of all Incident and service requests, including accurate logging, prioritization, and timely resolution within Service Level Agreements (SLAs). Manage resource allocation for adequate coverage, including after-hours support.
* Escalation management: Act as the primary escalation point for complex or critical issues.
* Process improvement: Evaluate and enhance help desk procedures, implement new strategies, and maintain the client knowledge base to improve efficiency and service delivery.
* Reporting and analysis: Monitor key performance indicators (KPIs), analyze ticket trends, and present findings and recommendations to senior management.
Required Skills and Qualifications
* Experience: A minimum of 3-5 years of experience in IT service management, with at least 2-3 years in a leadership or supervisory role. Previous experience working for a Managed Service Provider (MSP) would be beneficial.
* Technical Knowledge: Strong understanding of IT environments, including Microsoft 365, Active Directory, cloud services (AWS, Azure), networking principles, and experience with RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.
* Soft Skills: Excellent leadership, communication, and interpersonal skills; strong analytical and problem-solving abilities; and a customer-centric approach are essential for success in this role.
* Certifications: Relevant certifications like ITIL (Information Technology Infrastructure Library) and a full understanding of ISO processes and 27001)
Job Types: Full-time, Permanent
Pay: €50,000.00-€65,000.00 per year
Benefits:
* Company events
* Employee discount
* Work from home
Experience:
* Customer service: 5 years (preferred)
Language:
* Fluent English (required)
Work authorisation:
* Ireland (required)
Work Location: In person
Reference ID: Service Desk Coordinator